Fulfilment IT Support Pro (1st/2nd Line)

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly); Peterborough; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Wellbeing

Employee assistance program

Free gym access

Private medical insurance

Employee discount 40%

Cycle to work

Development support

Job summary

URBN UK Limited seeks a Tech Support Analyst to deliver high-quality first and second-line IT support at the Peterborough Fulfilment Centre. You will own incidents end-to-end, troubleshoot Windows, macOS, hardware and cloud platforms, and coordinate with UK/EU and US IT teams to keep warehouse technology running smoothly.

You will support M365, Azure/Entra ID and Intune, enrol devices, manage access and work with vendors on deployments and upgrades.

Qualifications

• Proven experience in an IT support, second-line or technical operations role.
• Strong troubleshooting across Windows, macOS, hardware and cloud-based systems.
• Experience supporting Microsoft 365, Azure/Entra ID and Intune and/or Google Workspace.
• Experience using Intune for device enrolment, compliance and app deployment.
• Knowledge of identity management, endpoint management and system access.
• Understanding of networking fundamentals and warehouse technology systems.
• Ability to manage workload independently and own incidents through to resolution.
• Strong stakeholder communication across operations and IT teams.
• Audit-ready documentation practices for tickets, assets and processes.

Responsibilities

• Own incidents end-to-end with thorough investigation and clear communication.
• Provide advanced troubleshooting across Windows, macOS, hardware, networking and cloud platforms.
• Support M365, Azure/Entra ID, Intune and identity platforms; manage device provisioning.
• Use Intune and Entra ID to support device enrolment and deployment.
• Act as local escalation point and guide next actions for complex incidents.
• Coordinate third-party vendors and technology partners for external dependencies.
• Support deployments, device rollouts and infrastructure changes across PFC and remote sites.
• Identify recurring issues and contribute to long-term fixes.
• Maintain high-quality ticket documentation and updates.
• Monitor site technology and escalate risks to IT leadership.
• Communicate clearly with Operations, Netherlands DC and global IT teams.
• Build relationships by delivering proactive, solutions-focused support.
• Create knowledge articles and participate in post-incident reviews.

Skills

IT support background

Incident ownership

Stakeholder communication

Documentation discipline

Tools

Microsoft 365

Microsoft Azure/Entra ID

Microsoft Intune

Google Workspace

Job description

URBN UK Limited seeks a Tech Support Analyst to deliver high-quality first and second-line IT support at the Peterborough Fulfilment Centre. You will own incidents end-to-end, troubleshoot Windows, macOS, hardware and cloud platforms, and coordinate with UK/EU and US IT teams to keep warehouse technology running smoothly.

You will support M365, Azure/Entra ID and Intune, enrol devices, manage access and work with vendors on deployments and upgrades.